TECHNICAL SUPPORT

TO ENSURE THAT ALL ISSUES ARE RESOLVED AS QUICKLY AND EFFICIENTLY AS POSSIBLE ALL TECHNICAL SUPPORT IS VIA E-MAIL OR THE SUPPORT TICKETING SYSTEM.
The average support response time via email or ticket is 10 minutes
If you do not want to use the electronic support services then you can e-mail us with the details of your technical support request and the reason that it cannot be resolved using the online support portal and we can schedule a telephone call, however online tickets will remain the priority.
Prior to the scheduled telephone support you will have need to provide basic information such as :-
Your company and contact details
Router make / model IMEI / firmware level
nature of fault
This will ensure that we can be prepared beforehand and provide an efficient service,

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Testing Port Forwarding

If you have configured port forwarding and it is not working and your Fixed IP SIM provider have assured you that it is not their network blocking any ports and you think it is a problem with the router then you can perform a simple test.

connect your PC to the LAN of the router
download a simple web server (for example http://tinyserver.sourceforge.net/)
install and run the web server and confgure the web server port – for example if you think that the router is not port forwarding to port 8890 then give your web server the port of 8890

Then simply use a different PC connected to a different internet service and visit the public IP address of your router (assuming you are using a fixed IP SIM card with public IP address) and the port 8890 eg 102.177.88.90:8890

Your request will hit the router, the router will port forward to the PC running the web server and will use the internal port that you are testing and you will see the web page of the web server running on that PC

This will then confirm that your router port forwarding settings are working.

You can now investigate your other device on the LAN to determine why you are not able to connect to your device – the usual problem is that the device LAN settings are incorrectly configured.